Customer Success Manager

ABOUT THE COMPANY:

OAG is the essential intelligence partner transforming global travel. For nearly a century, we’ve been the foundation the travel industry builds on: trusted, proven, essential. Today, we’re going beyond.

We combine unmatched data quality, quantity and access with breakthrough technology and deep industry expertise to deliver what the industry truly needs: not just more data, but better answers. From real-time operational intelligence to strategic decision-making, we power the entire travel ecosystem, from airlines and airports to technology companies and financial institutions.

We are actively embedding AI throughout our intelligence layer, combining nearly a century of proprietary data with the latest technology to deliver answers that were simply not possible before.

We exist because travel moves the world, and we move travel. By transforming complexity into clarity and questions into answers, we give our partners the intelligence they need to thrive in an evolving world. For more information visit www.oag.com

ABOUT THE ROLE:

As a Customer Success Manager at OAG, you will drive measurable business value and consumption growth across a portfolio of high value airline pricing customers. This role exists to ensure our customers extract maximum value from their OAG investment, directly contributing to OAG’s 27% consumption growth target for 2026.

You’ll be the strategic bridge between customer goals and OAG’s product capabilities, turning complex data into business outcomes that matter to airline revenue managers and commercial leaders. Working within a global customer success team, success in this role means customers becoming advocates for OAG and expanding their use of our aviation data solutions.

WHAT YOU’LL BE DOING:

• Own customer success planning and execution across a portfolio of high value airline pricing accounts, connecting OAG solutions to each customer’s specific business KPIs
• Drive consumption growth targets within your portfolio, proactively identifying expansion opportunities across products, use cases, and user adoption
• Lead quarterly business reviews with executive stakeholders, presenting data driven insights and demonstrating clear ROI from their OAG investment
• Maximise product adoption through strategic onboarding, training, and enablement programmes that reduce time to value
• Monitor usage patterns and engagement metrics to identify optimisation opportunities and surface risks early
• Build customer champions who actively advocate for OAG through references, case studies, and industry speaking opportunities
• Capture and synthesise customer feedback and competitive intelligence to inform product roadmap priorities
• Work cross functionally with Product, Sales, and Operations to solve complex customer challenges and deliver integrated solutions

WHAT WE’RE LOOKING FOR:

• Substantial experience in customer success, account management, or strategic consulting within B2B SaaS or data and analytics companies
• Demonstrated track record of driving consumption growth, product adoption, and measurable customer outcomes
• Strong analytical skills: comfortable working with customer data, usage analytics, and business intelligence to identify trends and expansion opportunities
• Exceptional communication and presentation skills, with the ability to engage C-level executives and influence cross-functional stakeholders
• Deep understanding of value realisation frameworks, customer health scoring, and data-driven success planning
• Experience managing high-value customer relationships including success plans, executive business reviews, and customer advocacy programmes
• Commercially aware with a natural curiosity, bias toward action, and comfort working with ambiguity

IF YOU HAVE THE FOLLOWING THAT WOULD BE GREAT:

• Experience with customer success platforms such as Planhat, Gainsight, ChurnZero, or similar
• Proficiency with Salesforce or other CRM systems and business intelligence tools
• Understanding of SaaS metrics including consumption-based revenue models, net revenue retention, and expansion metrics
• Familiarity with aviation data platforms, fare shopping tools, or airline revenue management systems

If you don’t meet every requirement but feel excited about this role, we’d still love to hear from you.

WE WILL OFFER YOU:

🚀        A progressive, non-hierarchical culture where innovation drives everything we build

💰        An attractive compensation and benefits package, including access to Medical Insurance, Personal Accident               Insurance, Dental, Term Life Insurance and a company bonus scheme

🏖️        18 days holiday, volunteering days and additional day off during your birthday month

👪        Inclusive family benefits designed to support you through parenthood and fertility journeys

OAG is committed to creating an inclusive workplace where everyone feels valued and able to perform at their best.

We welcome applications from people of all backgrounds and experiences. If you require reasonable adjustments at any stage of the recruitment process, please let us know — we’re happy to have an open conversation about how we can support you.